The past performance of an offeror is the sum of the individual past performances of the employees who work for the offeror. If a large percentage of an offeror’s employees performed marginally for previous customers, that offeror’s past performance could be justifiably downgraded. If only one or two employees performed clearly unsatisfactorily, that offeror’s past performance could also be justifiably downgraded. FAR 13.106-2(b)(3) provides contracting officers with a reasonable degree of latitude for evaluating past performance and does not prescribe the extent to which any one employee’s individual past performance can or can’t be a significant factor when evaluating past performance. All that said, the specific path forward is a contracting officer decision…in consultation with the unhappy customer.